Service Desk Consultant

Position from KPInterface, in Limerick PA. 

This position is full time.

Applications can be sent to jmorgan@kpinterface.com

Job Description:

The Service Desk Consultant is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Basic Functions:

IT Support relating to technical issues involving Microsoft’s core business applications and operating systems. Support of disaster recovery solutions. Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security. Basic remote access solution implementation and support: VPN and Terminal Services. Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets. System documentation maintenance and review in ConnectWise. Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

Improve client service, perception, and satisfaction. Fast turnaround of customer requests. Ability to work in a team and communicate effectively. Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently. Escalate service requests that require engineer level support. Responsible for entering time and expenses in ConnectWise as they occur. Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University. Enter all work as service tickets in ConnectWise. Participates in after-hours support on-call responsibilities. Assists with managing the monitoring portal and alert notifications.

Knowledge, Skills, and/or Abilities Required:     To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Understanding of operating systems, business applications, printing systems, and network systems. Interpersonal skills: such as telephone skills, communication skills, active listening and customer-care. Diagnosis skills of technical issues. Ability to multi-task and adapt to changes quickly. Technical awareness: ability to match resources to technical issues appropriately. Service awareness of all organization’s key services for which support is being provided. Understanding of support tools, techniques, and how technology is used to provide services. Typing skills to ensure quick and accurate entry of service request details. Self-motivated with the ability to work in a fast-moving environment.

Educational/Vocational/Previous Experience Recommendations:

BA/BS, preferably in computer science or a related field and/or industry certifications a plus. At least 1 year of IT or related experience. Valid driver’s license and ownership of personal automobile.

Benefits:

·         Competitive salary based on experience and qualifications. ·         Health, vision, and dental benefits included. ·         Performance based incentives. ·         Generous bonus levels. ·         Full on the job training & support. ·         Fun working environment and culture. ·         Great opportunity for advancement.

PC Installation Consultant

Position from KPInterface, in Limerick PA.  This position will go until the end of the summer, potentially longer. Applications can be sent to jmorgan@kpinterface.com

Job Description:

The PC Installation Consultant is an entry level position that offers a broad range of functions: Primarily preparing PCs laptops, other equipment for delivery to our customers.  Other functions include traveling to customer sites to deliver equipment, assist with set up and data transfer or retrieving equipment for repair.  PC and Laptop hardware upgrades, troubleshooting and repair. Documentation and keeping documentation current is a key function of this position.  This position also offers the occasional opportunity to work with our primary consultants as a resource for larger projects.  Experience and interest with troubleshooting computers, Operating system installation and new computer set-ups is highly desired.

Basic Functions:

Label and manage all inventory while awaiting delivery. Prepare all newly purchased PCs for delivery to our customers following individual guidelines for each order. Document, in detail, progress of each order using our database. In many cases, you may be asked to retrieve or deliver product to our customer and work with them to set up their new PC and transfer data from their existing computer.  Local daily travel within a 50 mile radius can be expected. Provides additional proactive services such as assisting with projects, application rollouts, etc., as well as occasional less technical administrative work.

Additional Duties and Responsibilities:

Must be able to communicate critical information with technical and non-technical customers in a courteous and professional manner With general supervision, appropriately prioritize assigned tasks, and be comfortable with last minute changes in priority. Document all activity and notes using KPInterface’s support call tracking application, ConnectWise. Utilize ConnectWise to gather and analyze information needed to prepare a new PC to meet each individual customer’s needs.  Remote troubleshooting and diagnosis of basic network, software and printing problems may be assigned Perform general maintenance on hardware and software in MS Windows environments Work with Hardware and software vendors on warranty replacements Assists with various other technical tasks, as required, such as: projects, application rollouts, and preventative maintenance, as well as assisting with providing service by phone on the helpdesk when needed.

Knowledge, Skills, and/or Abilities Required:     To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Basic computer and operating system knowledge. Basic understanding of TCP/IP WAN/LANs and networked devices Basic understanding Active Directory and domain adds/changes Demonstrates aptitude for problem-solving, ability to determine solutions for customers, and ability to apply lessons learned. Ability to identify and solve problems with limited supervision. Comfortable asking for help and escalating tickets. Must be results-orientated, have a thorough attention to detail, and able to work both independently and within a team environment. Must possess excellent communication skills, a passion for technology, and the ability to thrive in a fast-paced, growth-oriented environment. Proficiency in using and troubleshooting issues with Microsoft Office Suite applications. Proficiency in desktop and end user support and troubleshooting. Junior-level proficiency in networking and server technology. Familiarity with backup administration and disaster recovery processes (cloud, BDR, File Backup) a plus. Experience using LabTech Remote Monitoring and Management (RMM); or comparable tools a plus. Experience using ConnectWise or comparable support call tracking system a plus. Possess above average written and verbal skills Self-motivated with the ability to work in a fast moving environment.

Educational/Vocational/Previous Experience Recommendations:

College degree and/or industry certifications a plus. 1-2 years of IT or customer service experience. ·         Valid driver’s license and ownership of personal automobile.

Benefits:

·         Competitive salary based on experience and qualifications. ·         Performance based incentives. ·         Generous bonus levels. ·         Full on the job training & support. ·         Fun working environment and culture. ·         Great opportunity for advancement.

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